REF: OCSABC/1/2018– OFFICER, ICT CHANNEL SUPPORT (ABC)
JOB SUMMARY:
The incumbent will be responsible for providing Level 1/2 (L1/L2) Technical & Functional Support of Channel Applications and ensuring proper closure & resolution of issues (Which entails proper call logging, escalation & follow through to completion) on these systems within the defined Service Level Agreements. Making recommendations of procedure modifications or improvements that would aid in the flow of business operations.
KEY RESPONSIBILITIES:
The incumbent will report to the Manager,ICT Channel Support and will be responsible for:
Supporting 24×7 Alternate Banking Channels operations.
Providing L1/L2 support on Alternate Banking Channels.
Monitoring Channel Applications availability and performance. Taking corrective actions to ensure Systems/Applications availability, resolving issues, and coordinating with other team members and vendors.
Participating in new product rollouts, testing, documentation and operational improvement projects and complying with Change Management process for banking systems.
Documenting, reviewing and updating of all processes and procedures related to ICT Systems.
Adhering to Bank’s policies and procedures in managing and supporting banking applications.
Providing assistance in conducting DR drills.
Ensuring the following:
Uptime of services being offered through banking channels as per SLA.
Proactively monitoring services and transactions.
Issues related to bugs, fixes are taken up with the vendor, and regular follow-up is being done for delivery of patches and testing after receipt of patches within specified SLA time frames.
Issues raised by the business users are resolved within specified SLA time frames with proper communication to relevant stakeholders.
QUALIFICATIONS AND COMPETENCIES
A minimum of 2 years of experience in managing and supporting channel applications in a banking environment.
Exposure to application support model & emerging technologies across diverse platforms.
Good understanding of banking applications, services, standards and best practices,
Good understanding of Oracle, SQL, PL-SQL, JAVA, C++, .NET and other such certifications recommended
Should demonstrate an understanding of the following platforms, applications, databases and utilities:
UNIX / Linux / MS Windows Server
Programming Languages (Java, C++, JavaScript, PL-SQL, XML)
Oracle, SQL
Web Technologies (J2EE, IIS, Apache)
Excellent oral and written communication skills.
Abreast with existing and emerging information and communications technologies;
Able to adapt /adjust to various work demands
Excellent interpersonal skills
Ability to work under pressure and multi-task
Ability to work in a 24×7 environment
Analytical, troubleshooting & problem-solving skills
Should demonstrate an understanding of the banks, vision, mission and culture
Understanding of banking processes, technologies and best practices (added advantage)
